Centro de Documentacion de Fundación MAPFRE - Customer experience index snapshot : credit card providers

MAP20080029012

Customer experience index snapshot : credit card providers / by Bruce D. Temkin with Steven Geller and Olga Melnikova. — Cambridge : Forrester Research, 2007

(For Customer experience professionals)

Sumario: Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 11 credit card providers included in the index. Some of our findings: credit card providers ended up fourth out of nine industries, American Express led the way in the rankings, and none of the firms delivered enjoyable interactions

1. Tarjetas de crédito . 2. Empresas . 3. Servicio al cliente . 4. Estudios de opinión . 5. Estados Unidos . I. Geller, Steven . II. Melnikova, Olga . III. Forrester . IV. For Customer experience professionals . V. Title.